Adi Nugraha, Rochman and , Basworo Dibyo, S.E, M.Si (2017) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Restoran Pizza Hut Di Surakarta (Studi Kasus Pada Mahasiswa S1 Fakultas Ekonomi dan Bisnis Univesitas Muhammadiyah Surakarta). Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
The research aims to know and test the quality of pizza hut restaurant service to customer satisfaction. This research is a quantitative research. The sample of this research is the general public and students of Muhammadiyah University of Surakarta as much as 100 respondents with sampling technique Purposive Sampling. Methods of data collection using questionnaires. Data analysis technique is normality test, multicollinearity test, heteroskedasitas test, multiple regression analysis, t-test, F test, and coefficient of determination (R2). This research refers to a positive approach, the approach that began the study with the hypothesis and then in continue with hypothesis testing The results of this study indicate that the variable empathy has no positive effect on customer satisfaction at Pizza Hut restaurant in Surakarta. While other variables tangible, reliability, responsiveness and assurance have a positive effect on customer satisfaction at Pizza Hut Restaurant in Surakarta. There is influence between tangible variable, realibility, responsiveness, assurance and empathy together have an effect on consumer satisfaction variable at Pizza Hut restaurant in Surakarta. This is indicated by the value of F test result. Coefficient of determination R2 obtained result of 0,488 this mean that 48,8% variation of variable of consumer satisfaction can be explained by service quality variable while the rest that is 51,2% explained by other factors outside model under study. Keywords: Tangible, realibility, responsiveness, assurance, empathy and customer satisfaction.
| Item Type: | Karya ilmiah (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Tangible, realibility, responsiveness, assurance, empathy and customer satisfaction. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | ROCHMAN ADI NUGRAHA |
| Date Deposited: | 27 Oct 2017 07:36 |
| Last Modified: | 27 Oct 2017 07:36 |
| URI: | http://eprints.ums.ac.id/id/eprint/56501 |
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